1 Message
Data Overage Charges
We received a new modem in June and somehow our account got changed at that point to not have unlimited data anymore. We have had unlimited data for as long as we can remember and we did not understand that our plan was getting changed to not have it. Now, two months later, we have been charged twice for $100 for data overages. Trying to call Comcast/Xifnity to get the $200 removed from our account has been a joke. First of all, trying to reach a live person is extremely difficult. Once I got a live person, I spent hours on the phone with multiple representatives explaining the situation over and over, only to be ultimately told that they can't help us and we need to go to the Xifinity Store where we received the modem to resolve this. Highly dissatisfied with the experience.
XfinityThomasA
Official Employee
•
2.3K Messages
2 years ago
Thank you for your feedback, @user_c2643f. It's important to us that you have the service plan that works for you. Our Digital Care Team can help review your account, the order history, and details of the recent change. Let's work together towards a resolution. To take a look at your account and review the details, can you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You can learn more about the data usage plan here.
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user_woljxo
3 Messages
2 years ago
I began to get charged overages in June. My bill was $140 this month for just internet! Never before and nothing changed on my account. I had a 2 year contract and there is a year left. According to the customer service agent I was going over all year and had unlimited but in June somehow that changed. It possibly changed when my 1 year of free equipment ran out?! It must of been purposely hidden from me in the agreement in small print. What is happening is awful and feels criminal. The customer service person I messaged with was a sales person trying to push their phone plans which is the only way to get a good price. A waste of more than 2 hours today! I would NEVER switch to their phone service with antics like this!
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user_ntyoe9
3 Messages
1 year ago
I was out of town with my dying father for over two week. The I get a message I’m over my use plan. Called customer service when I finally get through and ask how could I possibly be over when nobody was using internet or even in my home for over half the month. She said oh just ignore that message?! Then today another notice of over use. My internet use has not changed. I’m thinking this is a scam to get people to buy unlimited.
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user_eatDs
2 Messages
1 year ago
once i added my checking account info to my account for the billing discount, after they changed the credit card policy, my data overages started going very high! i have about about $180 now in data overage fees over the past 4 months. No one will get back to me about what is going on, the app shows one courtesy overage remains when it does not and I was told unlimited was added for $10 a month in chat from an Indian which it was not. horrible and the phone hangs up when you choose billing option.
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